Omnichannel: WhatsApp Settings


To use Facebook as a feed into the InfinityOne Omnichannel, you must require:

  1. A WhatsApp Business account with access to the account settings
  2. WhatsApp configuration to connect to the E-MetroTel Partner Portal
  3. WhatsApp-specific Partner Portal configuration in the Add WhatsApp Account settings for the customer UCX serial number

Refer to Partner Portal WhatsApp documentation for assistance on all three of these steps.

The steps to configure InfinityOne Omnichannel settings to use the WhatsApp account follow.

Configuring Omnichannel settings​​ for WhatsApp integration

  1. ​​​​In the Administration settings page, click on WhatsApp in the Settings section:
  2. Click on +New
  3. Enter the Department (as required), Number (DID), Portal Username and Portal Password for this account.
  4. If you are ready to begin using this interface, click Enabled, and then click Save.
  5. If you have not enabled the connector, then you will need to edit this item to enable it prior to using this WhatsApp Number (DID).



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